Title: Muslim service quality dimensions in the tourism and hospitality industry: construct development and measurement validation

Authors: Riyad Eid; Ali Ahmed Abdelkader

Addresses: United Arab Emirates University, P.O. Box 15551, Al-Ain, UAE; Tanta University, Egypt ' Kafrelsheikh University, Kafr el-Sheikh, Egypt

Abstract: Although Muslims make up one of the largest tourist markets in the world, service quality of tourism and hospitality offerings oriented toward this market has not been clearly defined. By means of a multi-dimensional procedure, the authors have developed a scale for measuring Muslim service quality (MSQ) through 29 items classified into six dimensions: tangibility, reliability, responsiveness, assurance, empathy and Shari'ah compliant facilities. The importance of the proposed constructs was theoretically discussed and justified. Using a sample of 345 Muslim tourists, the constructs are then tested and validated. This study provides new theoretical grounds for studying MSQ. It also supplies tourism and hospitality companies with a number of operative factors that may be essential if they are to remain competitive in the dynamic marketplace. It is probably the first to provide an integrative perspective of MSQ constructs in the tourism and hospitality industry.

Keywords: service quality; Muslim service quality; MSQ; Muslim tourists; scale development.

DOI: 10.1504/IJIMB.2017.087983

International Journal of Islamic Marketing and Branding, 2017 Vol.2 No.3, pp.215 - 231

Received: 22 Jun 2017
Accepted: 08 Jul 2017

Published online: 03 Nov 2017 *

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